Practice Policies
These are the local standards set within this practice for the
benefit of our patients. It is our job to give you treatment and
advice. Following discussion with you, you will receive the most
appropriate care, given by suitably qualified people. No care or
treatment will be given without your informed consent. In the
interest of your health it is important for you to understand all
the information given to you. Please ask us questions if you are
unsure of anything.
Our responsibilities to you
We are committed to giving you the best possible service.
Names: People involved in your care will give you their
names and ensure that you know how to contact them. The surgery
should be well signposted and the doctors’ and nurses’ names are
indicated on their surgery rooms.
Waiting Time: We run an appointment system in all the
Health Centres. You will be given a time at which the doctor or
nurse hopes to be able to see you. You should not have to sit
more than 20 minutes in the waiting room without receiving an
explanation for the delay.
Access: You will have access to a doctor rapidly in
case of emergency, within half a working day in cases of
urgency, and otherwise within three working days. We will
arrange a home visit as appropriate for those who are too ill or
infirm to be brought to the surgery.
Telephone: We will try to answer the phone promptly
and to ensure that there are sufficient staff available to do
this. You should be able to speak to a doctor by telephone.
Test Results: If you have undergone tests or X-rays ordered by
the practice, we will inform you of the results at your next
appointment or please telephone between 2.00 and 4.00pm if you
require your results sooner.
Respect: Patients will be treated as individuals and
partners in their health care, irrespective of their ethnic
origin or religious and cultural beliefs.
Information: We will give you full information about
the services we offer. Every effort will be made to ensure that
you receive the information which directly affects your health
and the care being offered.
Health Promotion: The practice will offer patients
advice and information on:-
Steps they can take to promote good health and avoid
illness.
Self-help which can be undertaken without reference to a
doctor inthe case of minor ailments.
Health Records: You have the right to see your health
records, subject to limitations in the law. These will be kept
confidential at all times.
Your responsibilities to us
Help us to help you
Please let us know if you change your name, address or telephone
number.
Please do everything you can to keep appointments. Tell us as
soon as possible if you cannot; otherwise other patients may
have to wait longer.
We need help too! Please ask for home visits by the doctor
only when the person is too ill to visit the surgery.
Please keep your phone call brief and avoid calling during
the peak morning time for non-urgent matters.
Test results take time to reach us, so please do not ring
before you have been asked to do so.
Enquiries about tests ordered by the hospital should be
directed to the hospital, not the practice.
We ask that you treat the doctors and practice staff with
courtesy and respect.
We will not accept patients who are violent or abusive within
the Health Centres and in these instances you will be asked to
re-register with an alternative practice. The practice you will
be assigned to will have policies in place to deal with violent
and abusive behaviour.
Please read our practice booklet. This will help you to get
the best out of the services we offer. It is important that you
understand the information given to you. Please ask us questions
if you are unsure of anything.
Remember, you are responsible for your own health and the health
of your children. We will give you our professional help and advice.
Please act upon it.
Please ask if you wish to see your doctor.
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Following the Freedom of Information Act 2000, the practice produces
a publication scheme. A publication scheme is a guide to the
‘classes’ of information the practice intends to routinely make
available.
This scheme is available from reception.
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